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IT Service Desk Analyst in , Maharashtra

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IT Service Desk Analyst

Diverse Lynx India Pvt. Ltd. Maharashtra, IN (Onsite) Full-Time
 Title: IT Service Desk Analyst
Exp.:4+ Years
Location: Gurgaon

Detailed JD:
 
  • Act as a single point of contact for phone calls, e-mails, chat and walk-ups from staff regarding IT Issues and queries
  • Answering and responding to all phone calls in a friendly effective manner (working towards SLA)
  • Accurately record and prioritise Incidents and Service Requests against SLAs and resolution targets
  • Service request fulfilment
  • Incident management
  • Own and progress call queues (own queue & teams' queue) and support tasks, ensuring timely resolution within SLA
  • Resolve escalated calls from the business
  • Resolve 80% of first-time fix incidents
  • Carry out Morning & Evening checks
  • Monitoring IT Service Desk mailbox
  • Monitoring IT Service Desk unassigned Service Now queue
  • Providing support to global users
  • Resolving customer issues or escalating to support teams where necessary
  • Proactively look for ways to improve customer processes or support operations
  • Opportunities to get involved with a range of IT project work
  • To participate on a shift rota between 07:00 and 18:00 Monday to Friday
  • Promote teamwork and knowledge sharing
  • Create, maintain and review knowledge articles shared with all IT support teams
  • Previous IT experience working on an ITIL aligned Service Desk
  • Proven customer service experience with excellent written and verbal communication skills
  • Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
  • Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at any one time
  • Experience of using a Service Now toolset to log incidents/request
  • Provided 1st/2nd line service desk support and worked with Windows 7, Active Directory, Exchange, MS 2010, Office365, Airwatch, Intune, Skype
  • Excellent knowledge of Active Directory
 
 

Recommended Skills

  • Active Directory Group
  • Airwatch
  • Analytical
  • Communication
  • Customer Service
  • Friendliness

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Job ID: 13060405

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